The possible benefits of call center outsourcing are many and varied. Of course, chief among these is the large amount of money you can save by outsourcing your call center. However, this is far from the only benefit. Outsourcing your call center to a different country will allow you to keep it open during hours different than American business hours. Many companies that outsource their call centers have a call center in the country the business is headquartered in, as well as a call center in another country with different hours. Finally, establishing a call center in another country will provide your business a foothold in an area they might want to expand in later.
Saving money by outsourcing your call center
Saving money by outsourcing call center work is the best known benefit of this business practice. The amount of money that your business can save depends on where and how you outsource call center work. However, it can be significant. Wages in the US are much higher than wages in common call center outsourcing locations like India and the Philippines. For example, a US-based company may have to pay call center workers in America $10 an hour, but call center workers in India or the Philippines often make more like $1 an hour. While this may seem like a very low wage, keep in mind that the cost of living in these areas is also very low. $1 an hour is considered an acceptable wage.
The perception of outsourced call centers
You may think that outsourced call centers will hurt your business’ reputation. This is not necessarily the case. Many businesses can hire call center workers from other countries that do not speak English natively, but can speak well enough. As long as you avoid workers that really do not speak English fluently, there will be no damage to the level of customer service you can provide.
Outsourced call centers have different hours
Another significant benefit of outsourcing a call center is the ability to provide customer service at all hours of the day and night. If you are operating a call center in America, you’ll probably only be able to cover 9 a.m. to 5 p.m. local time. However, the time difference in a country that has an outsourced call center could allow you to serve your customers 24 hours a day.
Expanding your business into another country
One less obvious benefit of outsourcing a call center is that it provides your business a foothold to expand further in that country. By opening a call center in that country, you can make valuable contacts with local business people and government officials. This could make expanding further into the country, such as opening an office there, much easier in the future. Many businesses have successfully expanded their operations further after opening a call center in another country.